Department:

Communications

Start Here. Grow Here. Stay Here.

Are you a customer service guru with expertise in data analysis, process optimization, project planning, and/or knowledge base development? Our Communications department has an opportunity for a Customer Experience Strategist and Knowledge Base Coordinator to report directly to the Contact Center manager. If selected, you will be involved in the daily operations and business reporting of the center.

This crucial role starts out paying between $53,456.00 - $58,011.20, benefits begin within 60 days of hire, and there are opportunities for advancement. Apply today!

About the Position

In this role, you will be responsible for improving and/or maintaining the high quality of customers’ experiences with Sarasota County Government through its many touchpoints by data analysis, process optimization, project planning, and knowledge base development. This position reports directly to the Contact Center manager and is involved in the daily operations and business reporting of the center. Examples of job responsibilities include:

• Data Management
  • Utilize tools (Avaya, Power BI, Genesys, etc.…) to obtain, organize, or create reports to track and trend progress and opportunities within the Contact Center.
  • Provide feedback on trends and offer strategies for improvement.
  • Prepare and present reports, charts/graphs, and update department dashboards and presentations that reflect the performance of the Communications Department (Contact Center, Creative Services, Media Relations, and Public Records) in order to tell the customer experience story. 

• Customer Relationship Management, including Knowledge Base
  • Act as an administrator for the QAlert CRM tool
    • Collaborate with management, EIT, and QScend for any necessary changes, upgrades, or integrations.
    • Manage updates to the knowledge base by communicating with Knowledge Base Liaisons across the organization.
    • Make suggestions for enhancements.

• Contact Center Operations
  • Monitor and report any software or hardware issues within the contact center.
  • Review, update, and create SOPs for call takers and Welcome Center staff.

• Project Management
  • Expected to act as a project manager as needed and collaborate with the Contact Center team and organizational partners to create or move forward initiatives that support the success of the Communications Department. 

• Department Liaison
  • Along with Communications leadership, acts as a spokesperson for the Contact Center and creates/maintains relationships across the organization for the purpose of staying up to date with any changes or events within the organization that are pertinent to the customer experience.

• Administrative Tasks
  • Maintain Contact Center Calendar.
  • Compile requests for supplies or equipment.

• Emergency Responsibilities
  • Available for emergency operations.
  • Act as a shift commander for extended hours or Alpha/Bravo shifts.

About the Schedule

Work Hours:

• Full-time, 40 hours per week.

• Typical Schedule: Monday - Friday, 8:00 a.m. to 5:00 p.m. (no weekends!)

As a reminder, all county employees are considered essential and must be prepared to protect and support the community and its citizens. Each employee, without exception, will have a duty assignment and be required to work during a disaster or declared emergency.

About You

To be considered for this role, you must have the following:

• Associate degree from an accredited college or university -WITH- Three (3) years job-related experience.
• -OR- Bachelor's degree from an accredited college or university in a job-related field -WITH- One year of job-related experience.
• -OR- Five (5) years of job-related experience can be substituted for the degree at management's discretion.

The ideal candidate has the following knowledge, skills, and/or abilities:

Please note that these are not requirements but bonuses for your consideration.

• Knowledge of QAlert and QScend (information on these programs can be found on YouTube)
• Intermediate/Advanced Knowledge of Microsoft Excel
• Contact Center Experience
• Project Management or Team Lead experience is a plus!